Returns & Refunds
Returns that are
actually easy.
How to return an item
Most returns are resolved within 5 working days of us receiving your item. Here is the process:
Your 14-day cancellation right
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving it — without giving any reason. This is your statutory right and applies to all Bestami orders placed online.
To exercise this right, notify us within 14 days of receiving your order by emailing hello@bybestami.com with your order details. You then have a further 14 days to return the goods.
We will process your full refund — including the original standard delivery cost — within 14 days of receiving the returned items, or within 14 days of you providing proof of return, whichever is earlier.
Our 30-day satisfaction policy
Beyond your statutory 14-day right, Bestami offers a 30-day satisfaction policy. If you are not happy with your purchase for any reason within 30 days of receipt, contact us and we will find a solution — replacement, exchange, or full refund.
- Items must be unused or minimally used
- Original packaging preferred but not always required — contact us first
- This policy is in addition to, and does not affect, your statutory rights
Faulty or damaged items
If your item arrives damaged, defective, or not as described, we will cover all return postage costs and offer you a full refund or replacement — whichever you prefer.
Please email hello@bybestami.com within 30 days of receipt with:
- Your order number
- A brief description of the issue
- A photograph if possible — this helps us improve
Your consumer rights under the Consumer Rights Act 2015: If a product is faulty, you have the right to a repair, replacement, or refund. Within the first 30 days, you are entitled to a full refund if the goods are faulty. After 30 days, we may first offer a repair or replacement.
Items that cannot be returned
For hygiene and safety reasons, the following items cannot be returned once opened, unless they are faulty:
- Opened pet food, treats, or nutritional supplements
- Opened grooming products
- Opened cat litter products
- Items marked as non-returnable at the time of purchase
If you have received a faulty product in any of these categories, this does not affect your right to a refund. Contact us and we will resolve it.
Refunds
Refunds are issued to your original payment method within 5 working days of us receiving and inspecting your returned item. You will receive an email confirmation when your refund has been processed.
Delivery costs
If you are returning an item under your statutory 14-day cancellation right, we will refund the original standard delivery cost. We do not refund express or premium delivery upgrades.
If you are returning an item under our 30-day satisfaction policy (beyond the 14-day statutory period), standard return postage costs are the responsibility of the customer, unless the item is faulty.
Exchanges
We do not currently offer direct exchanges via the website. To exchange an item, please return it for a refund and place a new order. Contact us at hello@bybestami.com if you need help with this process.
Contact us
All return requests and queries should be sent to:
- Email: hello@bybestami.com
- Website: bybestami.com/contact
- Response time: Within 1 working day
Bestami is a trading name of BONMART LIMITED, registered in England and Wales.
The Green Newsletter
Stay close to what matters.
Product updates, sustainability guides, and stories from our 1% for the Planet partners. No spam — ever.
Unsubscribe at any time. We respect your privacy.